Modernize quality management with automation at every level and unlock performance insights critical to the entire contact center, from the agent to the CEO.
Leverage Playbook Builder™ to automate which calls are sent to the evaluation workspace based on pre-defined topics, themes, and sentiments. Looking for something? Quickly filter calls by agent, topic, date range, call queue, and sentiment, and easily move them to the evaluation workspace.
Set your evaluation criteria for conversations using an out-of-box evaluation form or customize using a simple form-building tool.
Evaluate 100% of conversations with AI-powered machine scoring. Plus, calibrate calls between machine and supervisor scores.
Automate the delivery of reports that combine quality and coaching data with other contact center performance to provide deeper insights.
See how SuccessKPI’s machine scoring enabled upwards of 30% cost savings associated with quality management as Maximus sought to launch a cloud-based remote contact center for the Centers for Disease Control and Prevention (CDC) during the COVID-19 pandemic.
Designed for the busy business user to use easily without hours of set-up and training.
Fully integrated with BI reporting and speech analytics tool for powerful insights.
Powered by Playbook Builder™ for real-time action and critical alerts that save you time.
Built to meet the evolving security and data requirements of global enterprise companies.